Tell me something…how much time did it take for you to get your recent

customer’s (or friend’s) computer remote desktop connection set?

I bet it took much more than few minutes… and you are a great

Information Technology Specialist and have a robust IT Infrastructure.

I guess that at the end of the process you were both pulling out your hairs

(and I don’t have too much of those as you can see on my picture :-) )

It is not the technology, its the process which is making us run like crazy!

You now have so many options in the new remote support offerings

that are supposed to handle user/access issues, firewall issues, networking

issues, configuration and Network Infrastructure misses and so much more.

The initial need was to simply allow computer A

access computer B’s to provide remote support …

Companies may still need comprehensive solution for internal use,

but it would probably become a burden where one needs a remote support

option for customers outside of the organization.

Looking at thin yet secure solutions such as

techinline’s remote support solution, one should ask

himself what else he needs…

1) File and Clipboard Transfer (of course)

2) Easy to use – connection is done in 3 simple steps via the web

(looks like it would take no more than 30 seconds or so)

4) Firewall/Proxy access issues are not relevant

5) Integrated Text Chat, so you can both use the remote desktop and chat

6) Connection over HTTPS – 128 Bit SSL Encryption

7) No need for installations anywhere (except for the ActiveX control)

What do you think? Any other similar solution you know for remote support ?

I’d like to see such options as well:

- compression over the wire

- screenshots and video recording

- benchmark for remote support solutions

Anything else?